Remove content from tickets | Voters

Remove content from tickets

Robert Rattray

I want to be able to remove incorrect or irrelevant emails from tickets. The big benefit will be simpler and easier to navigate tickets.

3 days ago

Robert Rattray

Hi Claudine, the most common type of "irrelevant" email is the out of office message. This appears in almost all email chains. The next most common is where message threads go off-topic. Our current process to address is to forward relevant email chain(s) to an external email address and then send back into Enate to start a new and simplified ticket.

Claudine Richardson

Thank you for posting, Robert Rattray! I have a few more questions for you:

Can you provide examples of the types of emails you consider incorrect or irrelevant?
How frequently do you encounter this issue of having incorrect or irrelevant emails in tickets?
What is your current process for dealing with incorrect or irrelevant emails in tickets?